Senior Manager, Global Customer Service (Horizon)

Location: Atlanta, Georgia, United States; hybrid work arrangement with minimal travel.

Salary: USD $125,000–$167,000 per year, with possible corporate bonus eligibility.

Company

hirify.global provides an AI-driven digital work platform covering unified endpoint management, virtual apps and desktops, digital employee experience, and security and compliance.

What you will do

• Lead AMER customer support for Horizon products through three frontline managers and approximately 65 technical support engineers.
• Coach and develop managers through 1:1s, development plans, feedback, performance management, and retention of top performers.
• Act as an escalation point for complex customer issues, including Federal and strategic accounts.
• Use Salesforce data, skip-level conversations, and direct observation to identify customer risks, improve retention and satisfaction, and verify operational performance.
• Set consistent support quality, SLA, cross-skilling, escalation, and customer experience standards while planning staffing, capacity, and risk.
• Lead AI-related changes and TSE self-sufficiency initiatives while aligning processes with Senior Managers in EMEA and APJ and partnering with Operations, PMO, Product, and Engineering.

Requirements

• 5+ years of experience in customer support or support operations, including 2+ years of people management leading support teams.
• Experience leading other leaders, developing people, handling difficult performance conversations, and leading teams through changes in tools, ways of working, or roles.
• Confidence leading experienced, technically skilled employees and providing clear, direct communication to teams and leadership.
• Technical fluency to assess managers' coaching and escalation handling, with comfort serving as a senior escalation point for complex or tense customer situations.
• Experience using CRM data, such as Salesforce, to identify customer risks and drive proactive action.
• Experience building relationships across regions and time zones to align processes and standards.
• Bachelor's degree or equivalent combination of education and relevant professional experience.
• The role is not eligible for employment-based immigration sponsorship by hirify.global.
• Deep product or engineering expertise is not required.

Nice to have

• Workforce or capacity planning experience or experience in an operations-driven environment.

Culture & Benefits

• Global organization with consistent standards across AMER, EMEA, and APJ.
• Investment in senior leadership development and direct support from the Director of Global Customer Service.
• Opportunity to shape customer service transformation and participate in the extended leadership team.
• Employee ownership, health insurance, 401(k) matching, disability insurance, paid time off, and growth opportunities.
• Fair, consistent, and secure hiring practices with reasonable accommodations for applicants with protected disabilities.